topic Re: Credit balance refund in Account & Billing

Credit balance refund

Rg19 — Tue, 03 Jun 2025 17:45:12 GMT

How do you go about requesting refund on credit balance after you leave sky? Why is it made so hard to get your own money back

Re: Credit balance refund

Daniel0210 — Tue, 03 Jun 2025 17:55:07 GMT

@Rg19
Refunds should normally take about 6 weeks from your last day of connection, but recent posts on here suggest in some cases it is taking longer.

We can potentially help you get it refunded within 3-5 working days via the Messaging Team on here if you wish. Let us know on this thread if you want to do that.

Note that if your payment method has been cancelled Sky will either have to reinstate your payment method or manually raise a cheque via a back office team and post it to you so it’ll it further delayed.

Before we can escalate it to Sky please confirm in your reply if it’s currently showing as a credit on your Sky account and whether the payment method is still active.

Re: Credit balance refund

Rg19 — Tue, 03 Jun 2025 18:01:07 GMT

Yes my balance is £61.26 it's been more than 6 weeks from leaving sky

Re: Credit balance refund

Daniel0210 — Tue, 03 Jun 2025 18:05:24 GMT

@Rg19

As stated, please confirm in your reply whether the payment method is still active.

Re: Credit balance refund

Rg19 — Tue, 03 Jun 2025 18:09:14 GMT

Yes it is

Re: Credit balance refund

Daniel0210 — Tue, 03 Jun 2025 18:11:33 GMT

@Rg19

I’ve escalated your post to Sky and their Messaging Team should contact you tomorrow.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have just 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Credit balance refund

Addie15 — Wed, 04 Jun 2025 07:21:28 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Rg19.

Re: Credit balance refund

Dip-dip — Thu, 19 Jun 2025 12:40:55 GMT

Hi,

I have the same issue. Cancelled two month ago my Sky broadband service and until now haven't received my balance. Phoned Customer Helpline three times. A third time was promised that the agent would phone me back to resolve the problem, but nothing happened. No idea what to do or how to get the money back.

Re: Credit balance refund

caesarome — Thu, 19 Jun 2025 12:45:06 GMT

@Dip-dip

Do you see a credit on your account and is your payment method still in place ?

Re: Credit balance refund

Dip-dip — Thu, 19 Jun 2025 12:53:15 GMT

I checked and do not see any payment information anywhere.

Re: Credit balance refund

caesarome — Thu, 19 Jun 2025 12:54:18 GMT

Do you see the credit on your account ?

Re: Credit balance refund

Dip-dip — Thu, 19 Jun 2025 12:56:10 GMT

Yes, I do see credit on my account. It has been there and repeated in two months statement.

Re: Credit balance refund

caesarome — Thu, 19 Jun 2025 12:58:42 GMT

@Dip-dip

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Credit balance refund

Addie15 — Thu, 19 Jun 2025 13:11:47 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Dip-dip.

Re: Credit balance refund

Addie15 — Thu, 19 Jun 2025 13:25:03 GMT

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

Re: Credit balance refund

Dip-dip — Thu, 19 Jun 2025 13:27:27 GMT

Many thanks for the community's and Sky agents help.♥️

Re: Credit balance refund

lorell — Fri, 18 Jul 2025 05:15:37 GMT

I also have the same problem. I was informed that I would get a refund on a credit balance . I informed the agent that I had cancelled the direct debit and was told a cheque would be sent. I don't understand why the communication is so challenging after you return the equipment.

Re: Credit balance refund

Daniel0210 — Fri, 18 Jul 2025 06:14:53 GMT

@lorell

The raising of a cheque can take a while. If you'd kept the payment method active, or agreed for Sky to reinstate it, it would have been much quicker.

Re: Credit balance refund

lorell — Fri, 18 Jul 2025 06:58:54 GMT

Had they asked me to reinstate I would have done so. Unfortunately they were still showing a payment coming out of the account despite the cancellation period given been sufficient for that bill to be the credit.

Re: Credit balance refund

caesarome — Fri, 18 Jul 2025 08:32:32 GMT

@lorell

If you now agree to restore the direct debit then we can arrange for Sky's messaging team to contact you via here about this, if not then a cheque will have to be sent.